CI member launches mobile complaints app in India
06 Jun 2012
CI member CAI India has turned to new media technology to help
solve the problem of handling consumer complaints.
To make the process of collecting and managing complaints easier
and much quicker, CAI has developed a mobile phone app that allows
consumers to submit their complaint where and when they first
encounter the problem.
In the past, CAI found that consumers may not have known how to
complain, or indeed, if they were even allowed to. Now, consumers
have immediate access to a system of redress.
Here's how it works: first, consumers download the app from the
CAI website. When they have a complaint, they are asked to fill out
details-with photographic evidence if necessary-and click submit. A
text message is then sent to the consumer confirming receipt of the
The app is proving very popular and, as a result, CAI has been
inundated with complaints. To solve this problem, CAI has developed
a Complaints Management System (CMS) to help them sort through and
respond to complaints in a timely manner.
Now, CAI is offering the app and the CMS to any CI member
organisation that is experiencing similar issues with managing
For more information about this, contact CAI directly: www.caiindia.org
Download CAI's PowerPoint presentation on their complaints
app, delivered at the recent CI
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